IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v167y2023ics0148296323004873.html
   My bibliography  Save this article

Customer experience with standard and premium Peer-To-Peer offerings: A mixed-method combining text analytics and qualitative analysis

Author

Listed:
  • Filieri, Raffaele
  • Alguezaui, Salma
  • Galati, Francesco
  • Raguseo, Elisabetta

Abstract

Although the sharing economy is growing, there is limited research on customer experience (CEX) with different types of peer-to-peer (P2P) offerings. This study explored CEX with standard versus premium P2P offerings adopting an innovative mixed-method approach combining text analytics and thematic analysis. The study relies on a sample of 14.680 reviews of 468 listings on Airbnb. Findings reveal that premium P2P customers are more involved and likely to leave positive and longer reviews. CEX with standard P2P offerings focuses on the utilitarian aspects of the physical internal and external environment and human interaction, which, in the premium P2P context, foster aesthetic, symbolic, and emotional experiences. Overall, CEX with premium P2P is rich in symbolism, aesthetically pleasing, emotionally charged, and is likely to lead to customer delight. The study makes a methodological contribution by combining qualitative research and text analytics to study customer experience.

Suggested Citation

  • Filieri, Raffaele & Alguezaui, Salma & Galati, Francesco & Raguseo, Elisabetta, 2023. "Customer experience with standard and premium Peer-To-Peer offerings: A mixed-method combining text analytics and qualitative analysis," Journal of Business Research, Elsevier, vol. 167(C).
    • Handle: RePEc:eee:jbrese:v:167:y:2023:i:c:s0148296323004873
    DOI: 10.1016/j.jbusres.2023.114128
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296323004873
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2023.114128?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. J.J. Brakus & B.H. Schmitt & L. Zarantonello, 2009. "Brand Experience: What Is It? How Do We Measure It? And Does It Affect Loyalty?," Post-Print hal-00799102, HAL.
    2. Brochado, Ana & Troilo, Michael & Shah, Aditya, 2017. "Airbnb customer experience: Evidence of convergence across three countries," Annals of Tourism Research, Elsevier, vol. 63(C), pages 210-212.
    3. Eduardo Veiga Bueno & Tiziana Brenner Beauchamp Weber & Emerson Luiz Bomfim & Heitor Takashi Kato, 2019. "Measuring customer experience in service: A systematic review," The Service Industries Journal, Taylor & Francis Journals, vol. 39(11-12), pages 779-798, September.
    4. Zhu, Yunxia & Cheng, Mingming & Wang, Jie & Ma, Laikun & Jiang, Ruochen, 2019. "The construction of home feeling by Airbnb guests in the sharing economy: A semantics perspective," Annals of Tourism Research, Elsevier, vol. 75(C), pages 308-321.
    5. L. Zarantonello & B.H. Schmitt, 2010. "Using the Brand Experience Scale to Profile Consumers and Predict Consumer Behavior," Post-Print hal-00799093, HAL.
    6. Mingming Cheng & Deborah Edwards, 2019. "A comparative automated content analysis approach on the review of the sharing economy discourse in tourism and hospitality," Current Issues in Tourism, Taylor & Francis Journals, vol. 22(1), pages 35-49, January.
    7. Lu, Lu & Cai, Ruiying & King, Ceridwyn, 2020. "Building trust through a personal touch: Consumer response to service failure and recovery of home-sharing," Journal of Business Research, Elsevier, vol. 117(C), pages 99-111.
    8. Han, Heesup & Hyun, Sunghyup Sean, 2015. "Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness," Tourism Management, Elsevier, vol. 46(C), pages 20-29.
    9. Gupta, Manjul & Esmaeilzadeh, Pouyan & Uz, Irem & Tennant, Vanesa M., 2019. "The effects of national cultural values on individuals' intention to participate in peer-to-peer sharing economy," Journal of Business Research, Elsevier, vol. 97(C), pages 20-29.
    10. Holmlund, Maria & Van Vaerenbergh, Yves & Ciuchita, Robert & Ravald, Annika & Sarantopoulos, Panagiotis & Ordenes, Francisco Villarroel & Zaki, Mohamed, 2020. "Customer experience management in the age of big data analytics: A strategic framework," Journal of Business Research, Elsevier, vol. 116(C), pages 356-365.
    11. Daniel Guttentag, 2015. "Airbnb: disruptive innovation and the rise of an informal tourism accommodation sector," Current Issues in Tourism, Taylor & Francis Journals, vol. 18(12), pages 1192-1217, December.
    12. Hui Li & Kannan Srinivasan, 2019. "Competitive Dynamics in the Sharing Economy: An Analysis in the Context of Airbnb and Hotels," Marketing Science, INFORMS, vol. 38(3), pages 365-391, May.
    13. Raffaele Filieri & Francesco Luigi Milone & Emilio Paolucci & Elisabetta Raguseo, 2023. "A big data analysis of COVID-19 impacts on Airbnbs’ bookings behavior applying construal level and signaling theories," Post-Print hal-04138938, HAL.
    14. Christian Homburg & Danijel Jozić & Christina Kuehnl, 2017. "Customer experience management: toward implementing an evolving marketing concept," Journal of the Academy of Marketing Science, Springer, vol. 45(3), pages 377-401, May.
    15. Lim, Weng Marc & Yap, Sheau-Fen & Makkar, Marian, 2021. "Home sharing in marketing and tourism at a tipping point: What do we know, how do we know, and where should we be heading?," Journal of Business Research, Elsevier, vol. 122(C), pages 534-566.
    16. Ert, Eyal & Fleischer, Aliza & Magen, Nathan, 2016. "Trust and reputation in the sharing economy: The role of personal photos in Airbnb," Tourism Management, Elsevier, vol. 55(C), pages 62-73.
    17. Gleim, Mark R. & Johnson, Catherine M. & Lawson, Stephanie J., 2019. "Sharers and sellers: A multi-group examination of gig economy workers' perceptions," Journal of Business Research, Elsevier, vol. 98(C), pages 142-152.
    18. Larissa Becker & Elina Jaakkola, 2020. "Customer experience: fundamental premises and implications for research," Journal of the Academy of Marketing Science, Springer, vol. 48(4), pages 630-648, July.
    19. Arnold, Mark J. & Reynolds, Kristy E. & Ponder, Nicole & Lueg, Jason E., 2005. "Customer delight in a retail context: investigating delightful and terrible shopping experiences," Journal of Business Research, Elsevier, vol. 58(8), pages 1132-1145, August.
    20. Filieri, Raffaele, 2015. "What makes online reviews helpful? A diagnosticity-adoption framework to explain informational and normative influences in e-WOM," Journal of Business Research, Elsevier, vol. 68(6), pages 1261-1270.
    21. Pan, Yue & Zhang, Jason Q., 2011. "Born Unequal: A Study of the Helpfulness of User-Generated Product Reviews," Journal of Retailing, Elsevier, vol. 87(4), pages 598-612.
    22. Huang, Dan & Coghlan, Alexandra & Jin, Xin, 2020. "Understanding the drivers of Airbnb discontinuance," Annals of Tourism Research, Elsevier, vol. 80(C).
    23. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    24. Abrate, Graziano & Sainaghi, Ruggero & Mauri, Aurelio G., 2022. "Dynamic pricing in Airbnb: Individual versus professional hosts," Journal of Business Research, Elsevier, vol. 141(C), pages 191-199.
    25. Holbrook, Morris B & Hirschman, Elizabeth C, 1982. "The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(2), pages 132-140, September.
    26. Zollo, Lamberto & Filieri, Raffaele & Rialti, Riccardo & Yoon, Sukki, 2020. "Unpacking the relationship between social media marketing and brand equity: The mediating role of consumers’ benefits and experience," Journal of Business Research, Elsevier, vol. 117(C), pages 256-267.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Zha, Dongmei & Marvi, Reza & Foroudi, Pantea, 2023. "Synthesizing the customer experience concept: A multimodularity approach," Journal of Business Research, Elsevier, vol. 167(C).
    2. Muhammad Waqas & Zalfa Laili Binti Hamzah & Noor Akma Mohd Salleh, 2021. "Customer experience: a systematic literature review and consumer culture theory-based conceptualisation," Management Review Quarterly, Springer, vol. 71(1), pages 135-176, February.
    3. Li, Xi & Dahana, Wirawan Dony & Ye, Qiongwei & Peng, Luluo & Zhou, Jiaying, 2021. "How does shopping duration evolve and influence buying behavior? The role of marketing and shopping environment," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    4. Marta Frasquet-Deltoro & Alejandro Molla-Descals & Maria-Jose Miquel-Romero, 2021. "Omnichannel retailer brand experience: conceptualisation and proposal of a comprehensive scale," Journal of Brand Management, Palgrave Macmillan, vol. 28(4), pages 388-401, July.
    5. Lim, Weng Marc & Yap, Sheau-Fen & Makkar, Marian, 2021. "Home sharing in marketing and tourism at a tipping point: What do we know, how do we know, and where should we be heading?," Journal of Business Research, Elsevier, vol. 122(C), pages 534-566.
    6. Roggeveen, Anne L. & Rosengren, Sara, 2022. "From customer experience to human experience: Uses of systematized and non-systematized knowledge," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    7. Sara Amoroso & Simonetta Pattuglia & Imran Khan, 2021. "Do Millennials share similar perceptions of brand experience? A clusterization based on brand experience and other brand-related constructs: the case of Netflix," Journal of Marketing Analytics, Palgrave Macmillan, vol. 9(1), pages 33-43, March.
    8. Shahzad Khalil & Mirza Ameen ul Haq, 2022. "Enhancing Retail Brand Equity through Consumption Value: The Mediating Effect of Brand Experience," iRASD Journal of Management, International Research Alliance for Sustainable Development (iRASD), vol. 4(1), pages 114-126, March.
    9. Kacprzak, Agnieszka & Dziewanowska, Katarzyna, 2019. "Investigating the influence of consumer socio-demographic characteristics on the preferred type of consumption experience," Journal of East European Management Studies, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 24(4), pages 513-544.
    10. Molinillo, Sebastian & Aguilar-Illescas, Rocío & Anaya-Sánchez, Rafael & Carvajal-Trujillo, Elena, 2022. "The customer retail app experience: Implications for customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    11. Mondal, Jalaluddin & Chakrabarti, Somnath, 2021. "Insights and anatomy of brand experience in app-based retailing (eRBX): Critical play of physical evidence and enjoyment," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    12. Silvia Cachero-Martínez & Rodolfo Vázquez-Casielles, 2018. "Developing the Marketing Experience to Increase Shopping Time: The Moderating Effect of Visit Frequency," Administrative Sciences, MDPI, vol. 8(4), pages 1-21, November.
    13. Kauppinen-Räisänen, Hannele & Mühlbacher, Hans & Taishoff, Marika, 2020. "Exploring consumers’ subjective shopping experiences in directly operated luxury brand stores," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    14. Enrique Bigne & Carla Ruiz & Carmen Perez-Cabañero & Antonio Cuenca, 2023. "Are customer star ratings and sentiments aligned? A deep learning study of the customer service experience in tourism destinations," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 281-314, March.
    15. Xiang, Diandian & Li, Xia & Hampson, Daniel Peter, 2023. "Service exchange activities in the sharing economy: Professional versus amateur peer providers," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
    16. Dennis, Charles & Joško Brakus, J. & Gupta, Suraksha & Alamanos, Eleftherios, 2014. "The effect of digital signage on shoppers' behavior: The role of the evoked experience," Journal of Business Research, Elsevier, vol. 67(11), pages 2250-2257.
    17. Siqueira, Jose Ribamar & ter Horst, Enrique & Molina, German & Losada, Mauricio & Mateus, Marelby Amado, 2020. "A Bayesian examination of the relationship of internal and external touchpoints in the customer experience process across various service environments," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    18. Dhananjay Bapat & Jayanthi Thanigan, 2016. "Exploring Relationship among Brand Experience Dimensions, Brand Evaluation and Brand Loyalty," Global Business Review, International Management Institute, vol. 17(6), pages 1357-1372, December.
    19. Rizomyliotis, Ioannis & Kastanakis, Minas N. & Giovanis, Apostolos & Konstantoulaki, Kleopatra & Kostopoulos, Ioannis, 2022. "“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment," Journal of Business Research, Elsevier, vol. 153(C), pages 329-340.
    20. Gasparin, Isadora & Panina, Ekaterina & Becker, Larissa & Yrjölä, Mika & Jaakkola, Elina & Pizzutti, Cristiane, 2022. "Challenging the "integration imperative": A customer perspective on omnichannel journeys," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:167:y:2023:i:c:s0148296323004873. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.